TECHNICAL SUPPORT TECHNICIAN for RETAIL

Mission:

Carry out after sales technical support, resolve incidents and repairs in assigned area, according to the instructions of the After Sales Manager and the established procedures, with the objective of ensuring support to the Sales Department, the satisfaction of internal and external customers and identify new business opportunities.

Roles and responsibilities:

Main functions:

• INCIDENTS:

Receive, manage and ensure the resolution of incidents, coordinating with the rest of departments and communicating the outcome to the client.

Agree if the incidents reported by the clients can be approved under guarantee of the products or not.

Identify the problems and record all the information for the analysis of cause and ensure corrective action is completed.

• TECHNICAL AND TRAINING DOCUMENTS:

Detail and update the technical documentation, spare parts and repair methods, etc.

Train the technicians of the distributors and/or operators in the use of the products.

• SUPPORT/HELP:

Visit clients and attend trade fairs as technical support to the sales staff.

Identify and communicate new applications and/or opportunities of product improvement and increase sales, from the requirements identified from the clients.

Support in the development and results from the field tests for new products.

Tech. Support on the SW integration Process between the Retail machine & POS SW house.

Tech. Support with customers & finals users during installations. (Training with final users).

• IMPROVE PROCESSES:

Identify and propose continuous improvement for maximising of the processes in the workplace.

• STANDARDS:

Ensure correct use and maintenance of the tools, manuals and/or equipment required for doing the assigned tasks.

Ensure the updating and accuracy of the data bases of the department.

Ensure the achievement of the established deadlines in actions where it is required.

Ensure the compliance of the current standards and of the internal procedures that affect the activities your area.

Ensure the security and safety in the workplace and other jobs in your area, according to the established procedures and the current standards with respect to the material on risk prevention in the workplace.

Any other requirements in the job or professional group that you belong to or that is attributed to you.

Periodical tasks:

• REPORTING:

Detail and report information/documents referring to your area of work.

• INTERNAL COORDINATION:

Organise the service routes and contract travel arrangements for the client’s business trips (Tickets, hotels, etc.).

Provide support to the department, according to the defined guidelines.

Participate in department or area meetings, as well as interdepartmental meetings.

Education and Knowledges

• Education:

University Degree (Mechanical, Electronic Engineering…) / A level standard in appropriate subjects.

• Specific knowledges:

Knowledge of continuous improvement and problem solving tools.

Customer service.

ISO Standards.

Risk prevention.

• Computer skills:

Intermediate (Office software)

Valuable knowledge on dealing with BI SW packages /

• Languages:

German, English and/or spanish

• Reports to: TECHNICAL SUPPORT MANAGER

• Has contact with: Clients, Sales, Quality, R&D, Production

CORPORATE: Achievement Orientation, Client Orientation, Integrity, Teamwork

FUNCTIONAL: Communication, Organisational Understanding, Problem

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